Salary: 75 000
Location: LONDON x 2 per week, HYBRID SET UP
INDUSTRY: mental health
COMPANY SIZE: 250
Contract: Permanent
Information on the company
Our client is passionate about delivering exceptional, patient-centered mental health services across the UK. As they continue to grow at pace, we’re looking for an experienced and strategic Head of Patient Operations to lead and scale their patient services function, ensuring every patient receives a seamless, efficient, and compassionate experience.
This is a pivotal leadership role within a fast-moving organisation, where you’ll have the autonomy, backing, and resources to build and implement scalable operational strategies that elevate service delivery, boost efficiency, and drive tangible improvements in patient care.
Day-to-day…
You’ll head up a large, multi-disciplinary team, overseeing the entire patient journey — from first contact and scheduling through to ongoing support and aftercare.
Key areas of focus:
Leading & Growing a High-Performing Team – Managing and developing a 100+ strong patient operations team, building a culture of strong leadership, engagement, and continuous improvement.
Driving Operational Excellence – Introducing data-led processes and performance metrics (KPIs) to optimise efficiency, uplift service quality, and support rapid business growth.
Championing the Patient Experience – Creating best-in-class patient engagement strategies to ensure every interaction is smooth, empathetic, and aligned to a commitment to clinical excellence.
Scaling Systems & Technology – Implementing and optimising new customer service platforms (including Salesforce Service Cloud), automation, AI, chat services, and scheduling tools to enhance patient communications and streamline operations.
Ensuring Quality & Compliance – Guaranteeing that operations meet the highest industry standards, regulations, and best practices, underpinning safe and effective care delivery.
Cross-Team Collaboration – Partnering closely with clinical teams, internal departments, and senior leadership to deliver strategic initiatives that drive service improvements, support scaling, and enhance patient outcomes.
The ideal candidate…
Senior Operational Leadership – Significant experience building and leading large-scale teams (100+ people) in a fast-growth environment (healthcare, mental health, or related sectors preferred).
Data & Performance Focus – Strong background in defining, tracking, and improving KPIs, using data insights to drive operational enhancements and decision-making.
Patient Services & Customer Experience Expertise – Deep understanding of patient pathways, customer service best practices, and operational excellence within regulated or healthcare settings.
Tech-Savvy Mindset – Experience introducing and scaling customer service technology, automation, and process improvements to drive efficiencies and enhance service quality.
People-First Leader – Proven ability to inspire, coach, and develop teams, fostering a culture of excellence, high engagement, and continuous growth.
BENEFITS
25 days’ holiday (rising to 28 with service) + bank holidays
An extra day off to celebrate your birthday
Healthcare Cash Plan
Benefits and discount platform
Life Assurance
Flexible working opportunities to suit your lifestyle
Access to wellbeing resources and Employee Assistance Programme (EAP)
Opportunities to get involved in charitable activities
Please Note
A DBS (Disclosure and Barring Service) check is required for this role, in line with their commitment to safeguarding the wellbeing of their clients and teams.